So, what are you waiting for?
Boost the performance of your agents at the call center with our Quality Control services.
Vriddhi Quality Services
Our Services & Approach
Vriddhi Quality Services follows comprehensive approaches that incorporate the best quality assurance methods, such as the DMAIC methodology, PDCA cycle and Quality Management Systems (QMS).
An Overview of Our Call Centre Quality Management Services
Our PDCA Approach
Plan-Do-Check-Act is an interactive approach for continuous process improvement and a key tool for lean management. It is based on identifying scopes of improvement, brainstorming and selecting the most suitable strategy, implementing it and evaluating the results. The PDCA model emphasizes continual learning and growth. It is also known as the Deming Wheel.
The PDAC cycle consists of four steps –
The first step is identifying the problem and planning the course of action.
Here we determine what steps or procedures we shall adopt to solve a problem or change a process. The planning phase enables us and our clients to identify the opportunity for change. We also develop a hypothesis (i.e., the proposed solution) for an underlying issue.
In the 2nd phase, the solution is implemented on a small scale.
The PDCA model prioritizes small and incremental change. Such an approach does not cause disruption in the change or improvement process. Employees are given specific instructions for process improvement. This can also be regarded as the trial period.
The 3rd step of the PDCA model focuses on analyzing the results generated after the ‘Do’ phase.
The evaluation determines if the proposed solution is actually leading to the desired outcomes. In case there is any dissonance, the plans are revised per requirement.
If the first plan of action generated the desired results, we implement that strategy.
However, if it falls short, we repeat the entire process from step 1 and identify the best solution ideal for your call centres.
DMAIC- A Six Sigma Approach
DMAIC stands for Define, Measure, Analyze, Improve, and Control and is a lean Six Sigma approach that is implemented for process improvement. It speeds up cycle time, fosters an improvement culture, enhances collaboration, and provides greater scope for improvement.
The five 5-step DMAIC process for quality assurance and agent performance monitoring includes-
In the first step, we define the most critical elements that require improvement in each recorded call and focus on mapping the process and determining the end goals.
Next, the performance of a process, i.e., a call in this case, is assessed against a framework or standard call.
<b>Analyze:</b> Considered the most vital step, the underlying problems with the agent and/or the calls made are identified through different tests like root cause analysis (RCA).
In the fourth step, process improvement strategies are brainstormed and shared with the client for implementation. All stakeholders come into the picture in this phase.
A SMART (Specific, Measurable, Achievable, Relevant, Time-bound) quality control plan is developed to ensure the newly implemented improvement measures are closely followed.
End-to-end Quality Management Through QMS
Quality Management System is an internationally recognized quality management process. It mandates a clear set of rules, policies, and procedures to satisfy customer demand and offer them only the best quality. QMS helps companies to –
7 Principles of QMS
Customer well-being and satisfaction lie at the core of all business processes.
Every decision should be based on evidence, not assumptions.
Only gradual improvement can sustain a company, so QMS should focus on overall improvement.
Top management should lend valuable feedback and resources to the mid-level and lower-level management.
The employees are the most important asset, and their skill sets and expertise must play a vital role in the QMS.
Every activity must follow the process approach.
Maintaining an amicable relationship with vendors and suppliers is imperative.
Other Services
Our MIS executives excel in managing and optimizing information systems, ensuring data accuracy, and streamlining processes to support your business. With expertise in database management, reporting, and IT support, they provide strategic insights and operational efficiency. Choose us for unparalleled service and dedication to enhancing your organization’s performance.
Dedicated to administrative excellence, our back-office executives ensure smooth operations by efficiently managing data, records, and support services. This enables your business to concentrate on core activities, boosting productivity and accuracy. Choose us for dependable, meticulous professionals committed to your success.
Our software developers bring proven experience and expertise to your projects. Skilled in various programming languages and development methodologies, they create innovative, high-quality software solutions tailored to your needs. Trust us for cutting-edge development, seamless integration, and dedicated support to drive your business forward. Choose excellence with our talented developers.
Our graphic designers are equipped with the latest technology to meet your creative needs. With a keen eye for detail and a passion for design, they craft visually stunning graphics that effectively communicate your brand’s message. Trust us to deliver innovative, high-quality designs that captivate and engage your audience.
Accounting is a crucial aspect of any business, and our accountants are highly qualified and experienced. They provide accurate financial management, strategic planning, and insightful analysis to ensure your business’s financial health. Trust our experts for comprehensive accounting services that support your growth and stability. Choose us for excellence and reliability.
How Do We Assist Our Partners?
Auditing and monitoring 20-30% of the sample calls produced every day. Additionally, we can also grade real-time audits.
Certifying new potential partners based on the presented call samples.
Ensuring strict adherence to global quality parameters.
Improving agent performance through graphically presented detailed performance analysis reports.
Segregating rejected or returned calls in the Red Zone and conveying the same to concerned team leaders through weekly and/or monthly reports.
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